Customer Care Representative
Customer Care Representative
Posted on :
18-06-2025
Employer Active
1 Vacancy
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Job Description
Join a Challenger
Being a traditional bank just isnt our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options and we challenge ourselves and our teams to creatively transform whats possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If youre not afraid of taking on big challenges and redefining the future you belong with us. Youll get to work with people who will encourage you to reach new heights. We like to keep things fun ask questions and learn together.
We are a big (and growing!) family. Overall we serve more than 670000 people acrossCanadathrough Equitable BankCanadasChallenger Bank and have been around for more than 50 years. Equitable Banks wholly-owned subsidiary Concentra Bank supports credit unions acrossCanadathat serve more than six million members. Together we have over$125 billionin combined assets under management and administration with a clear mandate to drive change in Canadian banking to enrich peoples lives. Our customers have named our EQ Bank digital platform () one of the top banks in Canada on the Forbes Worlds Best Banks list since 2021.
The Work:
Reporting to the Manager Customer Contact Centre the Customer Care Representative will interact directly with customers understand their needs troubleshoot issues answer product and banking inquiries resolve issues perform proactive account maintenance all while delivering a seamless customer experience across all channels of communication. An integral member of the Digital Banking team this individual will collaborate daily with Digital Operations IT Operations Global Security & Marketing teams.
The Work !
- Deliver exceptional customer service to EQ Banks prospective customers by identifying their banking needs and providing accurate information and guidance on EQ Banks suite of products and offerings
- Field large volumes of inbound calls and chats and ensure best-in-class service standards while meeting EQ Banks response and resolution SLAs
- Own the digital-onboarding experience and help customers onboard successfully resolve issues if any and communicate status to all stakeholders involved in a timely manner
- Strive to resolve customer issues and queries at first contact and escalate issues in accordance to EQ Banks complaints handling process
- Communicate effectively with customers and propagate EQ Banks core values of Respect Agility Integrity Service and Empowerment to build lasting customer relationships
- Execute established controls to ensure adherence to regulatory requirements Equitable and EQ Bank policies and Code of Conduct and Ethics
- Identify recommend and participate in implementation of opportunities for continuous improvement relative to customer experience and product delivery
Lets Talk About You!
- 1-3 years of call center and/or customer service experience is required for the role
- Post-secondary degree or certification in related field of study is desirable such as hospitality or finance
- Previous banking experience is considered an asset
- Strong ability to adapt to change
- Demonstrated ability to own an issue and drive to resolution
- Demonstrated ability to have difficult conversations with customers while maintaining a professional and proactive manner both written and oral
- Excellent verbal and written communication skills
- Excellent problem-solving skills and ability to work in a face paced environment
- Experience working with a high degree of autonomy and self-direction
- Ability to understand use different software (CRM Microsoft Office Suite)
The Shifts:
- Training Period: 6 weeks: 9:00 AM to 5:00 PM
- After the initial training period the 4 main shifts are: 8 AM to 4 : 30 PM 12 PM to 8 PM 2PM-10 PM and 4- 12 AM with a range of staggered start times in between
- Shifts will be assigned as per business needs but will be shared several weeks in advance and set for 1-2 months
- The incumbent should be prepared to work evening shift and also on weekends
What we offer For full-time permanent roles
Competitive discretionary bonus
Market leading RRSP match program
Medical dental vision life and disability benefits
Employee Share Purchase Plan
Maternity/Parental top-up while you care for your little one
Generous vacation policy and personal days
Virtual events to connect with your fellow colleagues
Annual professional development allowance and a comprehensive Career Development program
A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience
Equitable Bank is deeply committed to inclusion. Our organization is stronger and our employees thrive when we honour and celebrate everyones diverse experiences and perspectives. In tandem with that commitment we support and encourage our staff to grow not just in their career path but personally as well.
We commit to providing a barrier-free recruitment process and work environment for all applicants. Please let us know of any accommodations needed so that you can bring your best self to the application process and candidates considered for hire must successfully pass a criminal background check and credit check to qualify for hire. While we appreciate your interest in applying an Equitable recruiter will only contact leading candidates whose skills and qualifications closely match the requirements of the position.
We cant wait to get to know you!
Required Experience:
Unclear Seniority
Employment Type
Full-Time
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